Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Customer inquiries not visible in JIRA

Hi all! we use the JIRA Service Desk and have always received our customer support inquiries at our support email address, which is also linked to JIRA, i.e. all inquiries are also visible in our JIRA. But today we had the case that a user's request only landed in our inbox, but was not visible in JIRA. Does anyone have an idea why this happened?

We then created a few test inquiries ourselves, which landed both the support e-mail inbox and JIRA.

1 answer

0 votes

Hello @ngandeu_galaniprojects_de,

Welcome to Atlassian Community!

When using a custom email address on a Service Management project, Jira will read the unread emails in the inbox. With this said, if someone accessed the email and read the email before Jira, the ticket won’t be created.

It’s also important to check if the email wasn’t disconnected from the project.

Please, ask your Jira administrator to go to the Cog icon > Products > Email requests. On this page, they can see all email addresses connected to each project, and then they need to click on “View log” for the affected one and check if there is any error on the “Connectivity log”.

If you are the project administrator, you can check the “Processing log” that shows the reason why the ticket wasn’t created. 

Go to Project settings > Email requests (company-managed projects) or Project settings > Channels > Email (team-managed projects) and click on “View logs”

Screen Shot 2021-07-13 at 14.12.49.png

Please, take your time to check these details and let us know if you have any other questions.

Kind regards,

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events